odyssey - Parent Support Supervisor

• OPERATIONAL MANAGEMENT & STATE PROGRAM PERFORMANCE • Oversee daily Customer Support operations for 1–2 assigned state programs across phone, chat, and email, ensuring operational efficiency and consistent service delivery. • Monitor and drive key performance metrics, including SLAs, CSAT, AHT, productivity, quality, schedule adherence, and backlog management. • Manage daily workloads, staffing coverage, and queues to meet performance targets and contractual service expectations. • Identify operational challenges, performance trends, and emerging risks, taking proactive action to drive improvements. • Partner with the Program Support Manager on staffing needs, operational priorities, and performance updates. • PEOPLE MANAGEMENT & TEAM DEVELOPMENT • Lead, coach, and develop a team of 10–15 Support Specialists, fostering accountability, engagement, and a customer-first culture. • Conduct regular one-on-ones, performance reviews, and coaching sessions to drive individual and team performance. • Set clear expectations and hold specialists accountable for productivity, quality, attendance, schedule adherence, and customer experience. • Address performance gaps through targeted coaching and improvement plans while recognizing strong performance. • Partner with Training and Quality Assurance to support onboarding, reinforce program knowledge, and ensure specialist readiness. • QUALITY, ESCALATIONS & RISK MANAGEMENT • Serve as the first point of escalation for complex customer issues, ensuring timely, accurate, and empathetic resolutions. • Monitor interaction quality, reinforce program policies, and identify opportunities to improve service consistency and compliance. • Collaborate with Quality Assurance on calibrations, coaching opportunities, and performance improvements. • Proactively identify and escalate operational risks, recurring issues, and high-priority concerns to the Program Support Manager. • PROCESS IMPROVEMENT & CROSS-FUNCTIONAL COLLABORATION • Identify and implement opportunities to improve operational efficiency, reduce unnecessary customer contacts, and enhance customer experience. • Partner with the Program Support Manager and cross-functional teams to execute process improvements and program initiatives. • Ensure specialists remain informed of policy changes, program updates, and operational procedures. • Share frontline insights, customer feedback, and process gaps to support continuous improvement across Support operations.